IT Helpdesk Techinician at Solvo Global

IT Helpdesk Techinician at Solvo Global – Solvo Global Kenya Job Details

About the Role

Solvo Global is recruiting an IT Helpdesk Techinician for a full-time position based in Kenya. This role sits at the frontline of technical support, managing incoming requests across multiple channels and delivering solutions to users experiencing IT and connectivity issues. You’ll be responsible for troubleshooting hardware, software, and network problems while ensuring all work meets agreed service levels.

As an IT Helpdesk Techinician at Solvo Global, you’ll work within a structured support environment where efficiency, accuracy, and customer professionalism are measured and valued. The role offers exposure to enterprise tools, cloud services, and infrastructure management — essential experience for anyone building a technical support career in Kenya’s growing IT sector.

Key Responsibilities

• Handle support requests through phone, email, chat, and ticketing systems, prioritising cases to meet service level agreements.
• Troubleshoot and resolve issues on Windows and macOS workstations, mobile devices, printers, and email platforms including Microsoft 365 and Google Workspace.
• Diagnose and repair network connectivity problems, including routers, switches, wireless access points, cabling, LAN/WAN infrastructure, and internet services.
• Log all support tickets with accurate categorisation and detail, documenting issue summaries and resolution steps for knowledge management.
• Process user account management tasks including password resets, access provisioning, and system onboarding or offboarding procedures.
• Monitor system alerts and notifications, responding promptly to prevent service disruptions.
• Escalate complex technical issues to Tier 2 or Tier 3 teams with complete documentation and context.
• Maintain professional, empathetic communication with end users while managing multiple requests simultaneously.

Requirements & Qualifications

• 1–2 years of hands-on experience in helpdesk support, IT support roles, HSIA (High-Speed Internet Access) support, or managed service provider environments.
• High school diploma as a minimum; an associate degree or equivalent technical qualification is preferred.
• Solid working knowledge of Windows and macOS operating systems, Active Directory, and fundamental networking concepts (IP addressing, DNS, DHCP, Wi-Fi protocols).
• Demonstrated experience with ticketing and asset management systems such as ConnectWise, ServiceNow, or Zendesk.
• Proficiency in spoken and written English, with the ability to explain technical concepts clearly to non-technical users.
• Familiarity with Microsoft 365 administration, remote monitoring and management (RMM) tools, and basic cybersecurity practices such as multi-factor authentication and endpoint protection.
• Prior experience with managed service provider operations or HSIA/ISP support is highly advantageous.
• Knowledge of Nomadix systems is desirable for candidates in the broadband or wireless ISP sector.

What to Expect

• A structured support environment where your ticket resolution quality and response times are tracked against clear performance benchmarks.
• Exposure to enterprise-level systems, cloud platforms, and infrastructure tools that will strengthen your technical foundation in IT jobs in Kenya.
• This IT Helpdesk Techinician at Solvo Global position in Kenya is open to qualified candidates. Click Apply below to submit your application.